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No internet after Fibre upgrade.

FIXED
Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

No internet after Fibre upgrade.

Hi,

My upgrade to Fibre was completed today, but I have no internet access.
I've checked through all the troubleshooting options, but the orange light on the Hub remains on, along with an orange 'b' broadband light. The Hub tries to connect every few minutes but fails every time. This has been going on since about 10am.

I'm getting very concerned as I'm part way through an online exam that has to be submitted by the end of the week, from my IP address - so it's going to cause me major problems if I remain without internet access for much longer.

Is it possible to check whether my account's been activated properly?

Thank you.
21 REPLIES
Baldrick1
Seasoned Champion
Posts: 1,270
Thanks: 551
Fixes: 44
Registered: 30-06-2016

Re: No internet after Fibre upgrade.

Have you tried a factory reset on the Hub One by putting a paperclip or similar through the reset hole and holding the switch closed for 20_30 secs.

I trust that you have paid for a static IP address.

Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

Yep ... that's one of the many things I've tried. It doesn't produce any different result - after a green and a brief blue light, the Hub flashes orange and then settles down to a static orange light and flashing orange broadband light. Every 2-3 minutes it attempts to connect, and fails.

It's getting a tad frustrating.
Baldrick1
Seasoned Champion
Posts: 1,270
Thanks: 551
Fixes: 44
Registered: 30-06-2016

Re: No internet after Fibre upgrade.

There's a chance that it will spring into life overnight automatically. I would leave it until tomorrow.

If it's still not working tomorrow then go into the router admin pages and see if there is any indication that the router is in sync. It could be that Plusnet have failed to activate at their end. Also look for any indication that the modulation is set to G.993.2. If these are not present it's probably Openreach who have screwed up.

Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

Many thanks for taking the time to reply: it's much appreciated.

I think you're right ... see if anything magically takes place overnight. I took a look through the admin pages I can access, anyway (several are inaccessible without a connection). Is the sync info the data rate? That's showing at the sort of speeds I'd expect with a fibre connection (data rate 20000 / 79995). Modulation is G.933.2 Annex B.

Weirdly, all the events in the event log appear to be dated 11 April. Which isn't reassuring.

I'll see what it's like tomorrow. Night!

UPDATE: No change this morning ...
Baldrick1
Seasoned Champion
Posts: 1,270
Thanks: 551
Fixes: 44
Registered: 30-06-2016

Re: No internet after Fibre upgrade.

OK. This is telling us that Openreach have done their bit and you are connected to the fibre cabinet. It looks like Plusnet have failed to do their bit. Unless a staffer comes along here you need to contact Plusnet either by phone or if you have alternative broadband access, live chat.

Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

I've just come off the phone to them (was phoning while you were replying!).

Plusnet are confirming that the line is in sync and activated but that there's been no data throughput since just after it was switched over yesterday morning. No issues with the set-up at my end so some sort of fault with the line is suspected and further tests will be carried out over the next 24 hours, with poss engineer visit if still no joy with that.

Which means I'll have to start this online exam all over again from scratch at another date, if they'll let me ....

Would really appreciate any more information from a staffer if one sees this!
Baldrick1
Seasoned Champion
Posts: 1,270
Thanks: 551
Fixes: 44
Registered: 30-06-2016

Re: No internet after Fibre upgrade.

That's a shame. Did you pick up on my previous post regarding your needing to complete your exam from the same IP address. Unless you pay a one off £5 for a fixed address, if the connection is dropped whilst you are doing the exam there's a good chance that when it reconnects it will pick up a different IP address.

Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: No internet after Fibre upgrade.

Sorry to hear that.

I'll get the fault ticket on your account updated shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

@Baldrick1 : sorry, should have answered that before. Yes, I have a static IP. I do internet assessment work and have always needed one for that Wink

@MatthewWheeler : Many thanks. I appreciate that.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: No internet after Fibre upgrade.

Can you respond to the text I've just sent?

FYI there's availability for tomorrow as well

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

@MatthewWheeler
Seen it, and replied. I can fit around whenever the engineer's available.

Thanks again!

Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: No internet after Fibre upgrade.

Fix

I'm just getting that booked in for you now.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Darkenrose
Dabbler
Posts: 10
Thanks: 7
Registered: 08-02-2018

Re: No internet after Fibre upgrade.

Thank you!
I'll post an update next week, once the engineer's been.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: No internet after Fibre upgrade.

From what I can see this is sorted now?

Let us know if you're still having issues.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team